Customer Representative Associate II MV

Customer Representative Associate II MV

Department:
Secretary of State
- Bureau of Motor Vehicles

Division:
Titles Services

Location:

Augusta, Maine

Schedule:

Monday
- Friday

Job Class: 6520

Grade: 14

Salary: $18.60 - $26.77 per hour

Closing Date:
November 2, 2026

This position starts at Step 3 ($20.53 per hour).

At the Department of the Secretary of State, we are a team dedicated to providing efficient and exceptional service to our community. We prioritize work-life balance and offer excellent benefits to support our team in achieving professional success while maintaining personal well-being. Join a team that fosters a culture of teamwork, integrity, and continuous improvement, offering opportunities for growth and making a meaningful impact on the lives of our citizens.

The Customer Representative Associate II MV position provides office and administrative support work to the Title Production Unit within the Bureau of Motor Vehicles. This customer service position provides a range of title services to customers primarily by telephone, e-mail, and in-person. These services include but are not limited to the initiation of requests for uncollected title fees, reviewing, and verifying documents when opening mail.

Updating title records and producing letters. The work performed in this position is detailed-oriented, time-sensitive, and computer based. A candidate in this position will be required to learn Title 29-A laws, related policies, and procedures. This position will require the use of independent judgement in handling exceptions to established work assignments. The position will perform any other duties assigned by the unit supervisor.

• Customer Service Excellence:
  Demonstrated ability to provide courteous, accurate, and efficient service in a fast-paced setting with a diverse public.
• High Volume Readiness:
  Comfortable handling large numbers of customer interactions per day while maintaining composure and professionalism.
• Team
  
  Collaboration:
  
  Work effectively within a team, supporting shared goals and contributing to a respectful, productive workplace.
• Adaptability:
  Adjust quickly to new procedures, policies, and technologies as agency needs evolve.
• Attention to Detail: A focus on accuracy and thoroughness in completing tasks and managing responsibilities. Confidently make informed decisions and stay solution-focused while managing multiple priorities without sacrificing accuracy or customer satisfaction.
• Clear Communication:
  Strong verbal and written communication skills to explain complex rules and processes in a way that is easy for the public to understand.
• Problem-Solving:
  Identify and resolve issues efficiently while maintaining a calm and helpful demeanor.
• Professionalism:
  Consistently represent the Department with respect, integrity, and accountability.

• Emotional Intelligence:
  Empathetic, self-aware, and able to manage high-stress interactions with tact.
• Conflict Resolution:
  Handle difficult or emotional customer situations with patience and effectiveness.
• Time Management:
  Prioritize tasks and complete assignments accurately and on time.
• Commitment to Excellence:
  Dedication to high-quality work, accuracy, and upholding public trust.
• Continuous Improvement: A mindset focused on improving processes, learning new skills, and supporting team development.

• Respond to written, telephone, and in person customer inquiries from constituents, lien holders, and dealers.
• Opening, sorting, and distributing mail.
• Collect and reconcile revenue.
• Verify and update computer records.
• Organize, review, and maintain computer and manual files.
• Operate office equipment (i.e., printers, photocopier, fax, validator, and phones)

Comfort learning and adopting new technologies, experience streamlining or digitizing paper-based work, clear written communication, curiosity about emerging workplace tools, and the judgment to evaluate and verify their output before relying on it.

• Exercises sound independent judgment.
• Ensures accuracy in data verification and calculations.
• Communicates effectively in writing and verbally.
• Completes detailed work accurately and efficiently.
• Knowledge of office practices and Maine Motor Vehicle Statute Title 29-A.
• Proficient in BMV systems.
• Strong customer service and interpersonal skills.
• Computer proficiency…